Triage Team Lead

Starting Point Nursing Services

This role is Part of the SLA Team lead will have a rotation schedule in sending out the SLA reporting for the Hub. 65% of their time is to ensure the department successful in meeting the day to day performance goals. 35% of the time is to resume the role of the Tele-triage RN (whether as a triage RN or an off-phone/escalation RN).

• Answers team member questions, helps with problems and concerns and oversees team member work for quality and guideline compliance
• Takes escalated calls from clients with complaints
• Resolves issues and concerns and make the supervisor aware
• Reminds nurses to review timesheets no later than 9:00 AM each Monday
• Covers a team member when off, if available
• Manages planned and unplanned time-off requests from team members and assist with coordinating coverage for a team member if off
• Responds to patient and provider concerns, assess the urgency of need, and respond within the same business day
  • This response includes determining if the patient needs access to immediate care and establishing means for providing access to care with collaborative partners.
• Responsible for management of care of patients between and among healthcare providers
• We arrange referrals to specialist providers, set outpatient testing, and communicate with existing specialists
  • This action includes ensuring that we give appropriate and accurate medical information and that patients follow up with healthcare providers as required.
• Monitors incoming e-mail, phone calls, and voicemails throughout the day and respond within the same business day regarding all matters about patient care and provider concerns

• Bachelor's degree in Nursing or extensive (3 years minimum) MS-level healthcare experience is a plus
• Healthcare-related license, certification, or registration is preferred
• Minimum of three years of experience as a clinical case manager or a similar healthcare role
• Excellent knowledge of case management principles and healthcare management
• Ability to work with patients' chronic illnesses, disabilities, mental illnesses, or challenging behaviors
• Good communication and interpersonal skills
• Ability to be compassionate, empathetic, patient, and calm when working with patients
• Solid organizational skills and a high level of attention to detail
• Ability to remain up to date with emerging medical knowledge and technology
• Proficient in Microsoft Office products

Starting Point Nursing Services is staffed 100% by a team of remote Registered Nurses trained to support the Post-Acute Continuum with clinical advice and interventions. Our 24/7 On-Call and Triage team responds to Physician Practices, Home Health Agencies, Intellectual Disability Providers, and Assisted Living Providers. Our services are tailored to our partners, including remote physical/chart assessments, predictive care modeling, clinical programming interventions for high-risk populations, emergent care coordination, and case management. For more information about Starting Point Nursing Services, please visit www.startingpointnursing.com.

Please reference the Clinical Hub Roles and Responsibilities and RACI matrix for details of the cross functional impact of your role and how previous performance evaluations and weightings have been determined.